Operations Support


Whether a network includes server-based computing or not, it is critical to have a support methodology and their appropriate systems in place to ensure user issues can be tracked, resolved, and communicated to those necessary in an appropriate amount of time.

The role that IT support plays in providing efficient and effective customer assistance is continually evolving. Whether a company has a service desk, help desk, or call center, this service is key to bringing customer service to a higher level. Through proper staffing, process development, and use of tools and technology, the IT support organization must handle the day-to-day problems of the user community, administer the environment, and report back to the business the uptime of the network.

IT management should be treated like a business entity even if it is not revenue-generating. Customers, whether internal staff or outside interests, judge the quality of the entire IT organization by the service they provide. Most companies utilize a three-tier approach to supporting its user community. The first level is the initial point of contact for user problems. At this level, the support staff should have a basic understanding of Citrix administration. They should be able to log and track problems, provide basic problem resolution (reset sessions, create printer mappings, and so on), notify the company of system outages, and be able to escalate to the second level of support.

The second tier of support is mainly concerned with the day-to-day operation of the MetaFrame environment. At this level, periodic checks of the system are performed, event logs are processed, backup and core services are verified, licensing levels are monitored, advanced problems are resolved, and the installation and rebuilding of servers is performed. Coordination with the first level of support, and escalation of irresolvable problems to the third level of support are also performed. The third level of support ensures the MetaFrame environment meets the business needs of the organization and adheres to the service level agreements (SLA) in place for the company. They are concerned with capacity planning, advanced problems resolution, ensuring service packs/hotfixes are applied to the environment, reviewing business needs, and escalating problems to authorized Citrix resellers when needed.

It is important that both informal and formal customer surveys be performed regularly to gather objective data about each tier of support. Systems, people, and processes can then be changed and new customer data gathered to ensure constant improvement.




Citrix Metaframe Access Suite for Windows Server 2003(c) The Official Guide
Citrix Access Suite 4 for Windows Server 2003: The Official Guide, Third Edition
ISBN: 0072262893
EAN: 2147483647
Year: 2003
Pages: 158

flylib.com © 2008-2017.
If you may any questions please contact us: flylib@qtcs.net